Complaints

This profile includes complaints for Powertrain Products, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Powertrain Products, Inc.

  520 Thompson Creek Rd Stevensville, MD 21666-2508

  
• 

  Powertrain Products, Inc.

  PO Box 220 Stevensville, MD 21666-0220

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 7/23 I purchased a transmission from this company for a 2007 F150. The transmission was sent to my mechanic within 10days. My mech installed this transmission and once installed found out it was not working properly. I then vontacted power train products (PTP). They said they would send another transmission and that I needed to send the one that was removed back to them. My mech sent the removed trans back. When the replacement came in it was installed and the 2nd removed trans was sent back (9/19/23)According to their warranty I am due a prorated installation refund of $450.00 which should’ve been sent to me within 30days. I haven’t received a dime and I get only delay from them. They don’t have a customer service and the warranty department keeps saying they are processing my refund. Please help to retrieve my refund. I looked at customer ratings recently and many customers are complaining of the same thing. Thanks for your help.

  Business Response

  Date: 12/19/2023

  We have been communicating with the customer, we are honoring and have committed to reimbursement as previously explained to the customer. The warranty reimburses as soon as possible but typically within the 90day period that was also prior discussed with the customer.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This claim involves failure to honor a warranty claim and continued unacceptable delays in resolving the claim in an attempt to bleed the customer and servicing auto shop dry in hopes the warranty claim will be dropped.
  
  In July 2022, Powertrain Products sold me a warrantied rebuilt transmission for a 2007 Jeep Wrangler Unlimited.
  
  In August 2023, that rebuilt transmission failed after only 13 months and 18,000 miles.
  
  Throughout August, September, and October Powertrain Products made several attempts to follow through on the warranty claim, sending another bad transmission that leaked upon install, sending parts to repair that bad transmission, and reportedly ordering a new rebuilt transmission on 19 October 2023, stating it would be shipped in 7-10 days.
  
  It is now 7 weeks since 19 October and there is no status on a replacement transmission.
  
  Since 19 October 2023, for 7 weeks now, the company refuses to issue any status on a replacement transmission, and any time contacted claims they do not have a status on when a replacement transmission will be available.
  
  Only two employees answer the phones, Dan and Lauren, and both refuse to escalate the issue to management or offer any resolution or remuneration for the problems caused by delay of their bad equipment, bad replacement, and failed attempts to fix their bad replacement.
  
  Repair or replace on this transmission has now been going on for over 16 weeks.
  
  Desired resolution: Honor your warranty. Send the first available rebuilt transmission to complete this warranty claim, preferably before selling any other transmissions.

  Business Response

  Date: 12/07/2023

    We have looked into Mr. ****'s claim. A replacement has been put in for production. We currently do not have this in stock. There is an industry wide shortage of parts that are needed for this transmission to be built. When units become available, warranty claims are the first priority and are shipped out first. We greatly apologize for the lack of communication, this should have been better explained to him when he reached out for an update. We have left a voicemail for the customer to review the status of his claim and to personally apologize. We are committed to updating the customer weekly with any updates we have.

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So we bought a motor through these people for peace of mind, thinking should something happen with the motor they were gonna fix it and pay shop fees and even cover a rental car for us. However once something did happen, head gasket blew, because in the shop owners words, " they never surfaced the heads," which is also in the verbal recording of the guy they use to screw you and tell you it isn't covered,DAN! Beware of DAN! He's a lier and we have him telling the shop to get our consent and begin work! Then also telling my wife he said no such thing and the damages weren't covered because of this conversation he thought we didnt have! Thank God the shop owner warned us about people like them, which is why we recorded everything and you should too if you ever think about using these people. Anyway long story short the shop fixed my truck which cost $3269 on top of the $3905 I paid for the motor with the supposed 5 year unlimited mile crap they sale which of course doesn't mention they don't cover the full shop labor cost even if it was their fought, the fact we'd have to pay all this encluding the rental up front with our own money, and then sit around waiting for 2 months now for.. get this $1800. Which we still haven't received of course and they just keep telling my wife our money is in accounting somewhere and they'll let us know if they ever actually cut the check! This is a shame Americans doing each other like this even with all the crap we have proving our case my family is still without the little $1800 they keep saying they're gonna pay us some day! Oh one last thing that money we used to cover all this, was our Christmas/Emergency fund and here it is December 2nd and still nothing! I'm gonna go out on a limb here and say that they probably have no intention of ever paying us and we'll of course have to file a lawsuit, I guess last ditch effort to keep from paying you.. So if you do the math which we did! It's $7174 on a motor that lasted almost 2 years.

  Business Response

  Date: 12/07/2023

  On October 4, 2023, the customer's shop called our warranty department informing us of the complaint for the engine.  It was discussed that we needed certain diagnostics, in order to assess the issue. Diagnostics, mileage, and heat tab photos were requested by Powertrain Products Inc. The shop said they would reach out to the customer for consent to perform the diagnostic tests. The recording was sent to the customer on October 23, 2023 showing repairs were not authorized by one of the warranty team members. The shop had machine work done on the heads without authorization, which voids the warranty. A copy of our warranty is available on our website for the public, and also provided when the warranty is registered. We are honoring the no fault portion of the warranty, and processing reimbursement. We do not show the rental car receipt was provided. If the customer could provide us with the rental car receipt, we will be able to reimburse for the rental up to the amount covered under the no fault portion of the warranty.

  Customer Answer

  Date: 12/11/2023

  We are just asking for the 1800 something they ARE giving us back to be sent promptly. My wife has called every business day asking about it for it to still be in accounting. We are counting on that money for our children's Christmas as it was originally their Christmas money anyways We just were under the impression we'd have it right back. Here we are two months later and Christmas is 2 weeks away and it's still in accounting. 

  Business Response

  Date: 12/14/2023

  We have been in communication with the customer, we are honoring and have committed to reimbursement as previously explained to the customer. The warranty reimburses as soon as possible but typically with in the 90day period that was also prior discussed with the customer.

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a remanufactured automatic transmission for my 2004 F150 Lariat two wheel drive with the standard warranty. When the unit arrived to the mechanic shop it was installed without issue yet when they attempted to test drive the vehicle, the speedometer did not function and the vehicle would not shift gears (stayed in first gear.) The mechanics spent about 2.5 hours attempting to diagnose the issue thinking something was wrong with a sensor on the vehicle itself, the wiring harness to the transmission etc. When everything else checked out as working properly, they removed the output shaft speed sensor from the rear of the transmission and used a bore scope camera to ensure that that the transmission did indeed have reluctor wheel installed. It did not have a reluctor wheel and therefore could not send the appropriate electronic signals to the onboard computer allowing the vehicle to shift gears and for the speedometer to operate. Powertrain has sent a replacement transmission which has been installed and seems to be working properly. However, the additional cost to pull the faulty transmission sent to us and install a functioning second transmission was was only partially covered by Powertrain Products. the ACTUAL replacement cost billed to me was $676.35 (5 hours of labor at $75 per hour; $160.00 for diagnostics and $116.35 for all new fluid (required by Powertrain or else future warranty is void.) Powertrain warranty department is saying they will only pay $285.00 (5 hours of labor at $50 per hour and $25 for fluid (this transmission takes 14 quarts.) First, their warranty states they will cover "up to" $75 per hour for warranty labor. Why was I only approved for $50 per hour? Second, they sent me a faulty product right out of the crate. No reasonable mechanic would suspect internal parts missing from a reputable reman and therefore I feel Powertrain should cover the $160 diagnostics. Last, how do you require all new fluids then cover only $25 of the cost?

  Business Response

  Date: 12/01/2023

  At this time, we have reached out and left a message for Mr. ******. We would like to review the warranty coverage. We believe there is some confusion over his warranty coverage that should resolve his concern.

  Customer Answer

  Date: 12/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 01/22/2024

  Powertrain contacted me by telephone stating that they mailed me a check to cover the replacement cost of the initial warranty claim. They say it was mailed January 19 and I should receive it soon. Also, I am waiting for a replacement transmission on the second warranty claim to be shipped. Until I receice a transmission that functions properly and compensation for yet another replacement, this complaint is unresolved.

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a remanufactured Chevy 2.4L Eco-tec engine from Powertrain products in June 2022. I installed the engine on July 10, 2022. The company warranties the engine for 100,000 miles. The engine had an oil leak from the first start up. Further diagnoses revealed that it was a leaking rear main oil seal that was improperly installed. This repair cost me $1471.71. After months of back and forth the company did finally reimburse me for $890.38. On May 23, 2023, with less than 30,000 miles on the engine, it failed to start. I was instructed by Powertrain Products warranty dept. to take the vehicle to a mechanic shop for diagnosis and repair. Inspection by the mechanic revealed a broken timing belt tensioner had caused engine failure. Powertrain Products sent a new engine to replace the failed engine and told me that I am responsible for the $1,927.04 cost of installation and to submit the invoice to the warranty dept. for reimbursement. They further said "Once we receive the defective unit and get it inspected we will be able to move forward with the rest of the claim process." The engine was shipped to them. The warranty dept. said they have performed a teardown inspection and the report revealed oil contamination was the cause of failure, and said it looked like I had never changed the oil. I explained that I change the oil and filter before 3,000 miles, when the owners manual requires 5,000 mile oil changes. They asked me to produce receipts for the oil changes, but I could not. I never received a inspection report, and the engine was completely drained of oil prior to shipping so I'm curious how they even acquired oil for testing. I asked what type of analysis they used to come up with these results. The rep Dan replied "we looked at the oil under a microscope and found carbon in the oil". I asked for the report and have not received one. I believe it is unethical and biased that the company is not using any 3rd party testing to provide these results.

  Business Response

  Date: 10/06/2023

  We provided a replacement engine under the warranty at no charge to get Mr. ***** up and running. We received the suspected defective engine back and inspected it. It is evident the engine was clearly not being maintained. The lack of maintenance and contaminated oil lead to tension failure, which took out the valve and consequently the engine. The claim has been denied and no labor is to be paid per our warranty.
  
  Mr. ***** has been provided the inspection report including the findings and photos.

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: 20692282
  
  
  
  I am rejecting this response because:
  
  I am not disputing the company’s policy. I am disputing their business practices as a whole. The fact remains that I was seriously misled by powertrain products company representatives. They told me to take the vehicle to a certified mechanic shop for diagnosis and that the labor was going to be reimbursed once they received the original engine. At no time did they mention that I would possibly be liable for the labor expense. At no time did they mention that I needed to provide maintenance receipts and records until after they had the engine in their possession. 
  If I produce maintenance records with no receipts, because I did all of the oil and filter changes myself and did not keep receipts, will they then reimburse my expenses? Because when I spoke with Dan at Powertrain Products he said if I can send in receipts and records that the engine was properly maintained that they would reconsider the decision that I “did not perform the required maintenance” and that the engine damage is my fault. 
  Honestly, this is an unfair and unethical business practice. The company is holding me responsible for something that is their fault. 

  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 10/19/2023

  We have honored our written warranty on both claims for the
  customer.  The warranty can be found on our website. A
  copy was also provided when the customer registered the warranty and agreed to
  the terms and conditions. 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid about $4500 for a motor. It had a ticking sound when received a leaked oil. The company wanted to check the motor. They picked the motor up an tore it down. They kept the motor an will not return it unless I sign a waiver of warranty. I purchased from this company because of the warranty.. I just wish I had investigated them.

  Business Response

  Date: 09/15/2023

  The customer did purchase from us, had a denied claim, no labor paid per warranty

  The customer currently has a new claim where he submitted the engine to us for inspection it was torn down in order to inspect it and the cause of failure was not a build defect and claim was denied. This warranty claim denial terminates the coverage at that time, the engine could be returned to him if requested.
  

  The customer informed of the denied claim, was told to get back to us within a day or two to tell us where to ship the engine but no communication was received from the customer. The engine was then cored out.

  When customer did contact us back, in an attempt to help this situation since his engine was already cored out, we have offered to send him a replacement engine, knowing that there is no warranty on it moving forward due to the denied previous claims, and no labor payment.

  We have communicated clearly with the customer in multiple ways how this is a way to assist him and is what we can do
  

  Customer Answer

  Date: 09/20/2023

  I did not receive the response an it seem to be quickly closed. While this company generates tax money for your state, you should not continue to allow this company to commit fraud against customers that trusted them. On your own website you have plenty of the same type complaints. These people told one truth in their answer. I purchase from them. I called them several times to find out if they received my motor. They finally told me they would contact me when they get confirmation they had it. They didn’t do that either. I was finally able to get in touch with lying Dan. He told me the lies they put in the answer an said, I believe we are coring out your motor. I told him I purchase that motor an if it’s cored out send it back when finished. I then told him the dodge dealer will be contacting you. The dodge dealer finally got in touch with them after a couple of days. The dodge dealer called an said you better get back in touch with them, they have cored out your motor. I immediately start to call an email. I finally got in touch with lying Dan. He stated they don’t have a motor to send me. They chose to pick my motor in an effort not to pay on the warranty. Please help me resolve this. If you can’t I will see a class action lawyer to help. It’s time these people stop hiding behind lies. If you can’t help me are want please send this complaint to all BBB sites. They sold me a bad motor twice an then kept my motor once they received it back for a fake check. Put in bold do not buy anything from this company. They sell you junk an use lies to get by with it. Thanks, I have never seen a company that makes its living by lies an sellling junk.

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a motor for 4500$ . Had it professionally installed , just to find out they send a bad motor . So then had to pay extra for it to be removed , sent back and inspected.. and then wait for another replacement motor to be shipped . They claim they warranty the labor .then they tell me they only cover 16 hours of labor They mechanic shop told me it takes 25-35 hours to do the job . So I had to cover a second motor installation cost of around 3500$. Then Powertrain tells me it takes a few weeks to receive reimbursement check.. it’s now going on 2 months and they keep telling me different amounts of time . And nobody can ever let me speak to a manager . I’ve left multiple messages to them , and they have multiple notes of me calling about this reimbursement. Between the rental cars , the motor , and both installations im out of pocket roughly $12,000.00.

  Business Response

  Date: 09/15/2023

  A claim reimbursement per the warranty standards was released 9/8

   

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9th, 2023 I purchased a transmission. Upon delivery my mechanic installed it ($800), nearly immediately. The vehicle was towed from his garage to a dealership ($200 in tow expenses). The dealership went to program it the following business day. They called noting the transmission wouldn’t shift to neutral. They suspected shift rod was broken or damaged. This is internal to the transmission. Powertrain Products wanted the dealership to run a series of tests, resulting in $200 bill that I had to pay. Vehicle was then towed back to my mechanic at my expense ($200) the transmission. After attempting multiple times to get powertrain products to pay for the additional costs, with no success, I had them warranty the transmission, and send the next. This was installed immediately after delivery on August 1, 2023. It was towed back to the dealership ($200) The dealership, being backed up, could not program it until August 28, 2023, as they were backed up. They called that day stating the transmission pump seal was leaking fluid everywhere and needs replaced. Informing me they will not replace the seal, without replacing the pump as well. $1,600. I reached out to Powertrain products to request a refund or anything, and they simply said it’s not covered under warranty, they will only send another transmission. Now I will have additional costs from the dealership, and labor costs and tow expenses, and the vehicle has not even been on the road since this all began. I didn’t pay for damaged transmissions, I paid for working transmissions. I feel justified requesting a refund for all of the expenses I’ve incurred to get to a good transmission. Or they could pay the dealership, the dealership rates to fix this, and maintain the warranty. On their website, they claim to have an A+ BBB rating, and I see now that I have had to resort to the BBB website, that this is inaccurate. Powertrain products is refusing to work with me to resolve this issue.

  Business Response

  Date: 09/05/2023

  We are working to a resolution with the customer. Due to holiday and staff out of office we need a day or so to work through this.

  Business Response

  Date: 09/21/2023

  We are doing our best to currently work with this customer.
  We have discussed the warranty options to which he has stated no to, we have reached out again to figure a
  way to work together. We are awaiting contact back from him. I have no other details to provide currently.
  If the customer will no longer respond to calls then we cant move forward. Please advise.

   

   

   

   

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a car engine on the internet. I paid with a Master Card. I was told the engine had a two year unlimited warranty. When I received the engine I took it to auto shop to have it installed. The mechanic checked it over and said it was not any good because it was "locked up." He said that he would not touch it. So I had bring it back home and put it back into my shop building.
  I contacted the company about the warranty but they kept giving me the run around. So, after several attempts with them. I filed a dispute with Master Card. They initially granted me a what they called a provisional credit.
  Then heard from company. I told them that had been delayed too long to wait for another engine. Then there began a controversy about how to ship the original engine back to them.
  In short, I have been waiting since April 3 of this year and nothing has been resolved yet.
  I did finally send the engine back, but I am worried that they will try to say that I did something to the engine myself. That's why was holding up about sending it back. They have been refusing to accept any responsibility if it arrives damaged.

  Business Response

  Date: 07/21/2023

  Please contact this customer and find out his current stance on this situation. This has been resolved and the communication became clear from him only when the credit card company would not allow him to keep his money (he could not meet their requirements in communication either)

  At this time this is resolved

  Thank you,

   

   

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The total I spent was $3,000 for a remanufactured engine including shipping and tax. That's not including the labor and other miscellaneous replacement parts. Total roughly $5,000 at least. The engine was purchased back in April and I have been talking with the warranty department since early May trying to get these issues resolved. They say I am able to get a replacement but no ETA when that will be. Its been 2 months and my car has been out of commission this whole time.

  Business Response

  Date: 06/15/2023

  We are currently assisting this customer with a warranty claim. Yes he purchased in April, he then registered his warranty 5/25/2023 and started discussing his problem with us at that time. He was looking into it and located that a rocker was a potential problem on June 3rd

  June5th or 6th we communicated with him to replace the lifters to do that field repair.June 9th customer stated that he cant locate a shop to do the work, we asked that he keep looking since most shop will do this type of repair. The units can be hard to get and to repair it in field is much faster than an entire engine, and once a shop starts the repair could be done same day its only 6.2 hours labor per the All Data labor guide to do the work.

  We encourage him to keep seeking a shop as we cant contract a shop to work on his vehicle. He just needs to do the field repair as discussed in the claim, and then save all parts and call us to return the parts once its done.
  

   

   

   

   

  Customer Answer

  Date: 06/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the shops are refusing to do the work because they anticipate the internal damage already done to the engine by the defective parts installed by your business.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/05/2023

  I can see on 6/20/2023 the warranty team called and left a voicemail to you, and also emailed you.

  Reach back out to us in order to discuss your claim further